Manager, Workforce Management serves as a business leader who will be responsible for building, managing and owning workforce management strategy, process, and execution across the contact center universe. Fully responsible for achieving regulatory service level requirements through maximized utilization of resources. Ongoing responsibilities will also focus on long-term operations, capacity planning, processes, and tool development to optimize our staffing strategy.
Key Responsibilities:
- Maintain a working knowledge of the entire call center operation as well as project operation.
- Maintain short-term or long-term staffing forecast guide.
- Review the reporting of workforce planning strategy through local workforce teams and plan accordingly.
- Oversee forecast of call volumes, analyze historical call volume; project budgetary expenses, determine future costing.
- Oversees necessary projects that are required from a telecom perspective and ensures successful implementation.
- Facilitates the development and implementation of goals and performance standards.
- Manages processes and projects that are aligned directly to operational goals and budgets.
- Establishes objectives, schedules, and cost data of business functions being managed.
- Sets integration priorities, develop growth strategies, and manage resources for new business opportunities.
- Oversees the analysis of call center performance history to determine optimum off production activities as well as shrinkage and occupancy goals
- Other duties as assigned.
Required Skills & Qualifications:
- Bachelor's Degree in any course, preferably Business or Business Management.
- Required 5+ years of management experience.
- Strategy development and identifying and implementing process improvements, creating and presenting to Sr. Management.
- People Management, strong analytical background.
- Required 7+ years of experience at manager level in a contact center environment, with at least 3 in w